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BHX
New Member
New Member

Clean Hands app fails Altalink 103.00x.020.23120

All our Altalink devices updating from 101.x.x to 103.00x.020.23120 causes the Xerox Clean Hands app to throw an error. "App extension cannot load. Contact the app vendor. Device cannot contact the remote server." This issue only appears to occur on Altalink devices using DHCP and FW 103.x.x. It seems to work fine on other Altalink devices with static IP and FW 103.x.x.

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4 Replies
XAS-Moderator
Xerox Employee
Xerox Employee

Re: Clean Hands app fails Altalink 103.00x.020.23120

Please make sure that dns is set to get an address or is set. If after that is set and still having the issue, a trace of the failure would be helpful.
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BHX
New Member
New Member

Re: Clean Hands app fails Altalink 103.00x.020.23120

The DNS settings are the same on our Altalink devices that have FW 103.00x.020.23120 and the older FW devices (101.002.089.22600 for example) that do not have this issue. How would I go about getting a "trace of the failure"?

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XAS-Moderator
Xerox Employee
Xerox Employee

Re: Clean Hands app fails Altalink 103.00x.020.23120

using a browser, connect to the ip address and login as the admin. Select Properties and then select the logs. There should be a network logs. Select that and select start. go to the device recreate the issue andt hen select stop on the trace. download the trace and either attach here or send to the feedback email that is located under the ? on the App Gallery main page.

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BHX
New Member
New Member

Re: Clean Hands app fails Altalink 103.00x.020.23120

I created a log file when the Clean Hands app fails but I am unable to attach it to the mailer@xerox.com address. Please give me a place to attach the log file.

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